ComplaintsforThe Retail Equation

Point of Sale Systems

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Initial Complaint
05/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
496065726990THD is the transaction ID number I did the same transaction on 5-4-24 thru 5-6-24 at two different ********** with this water heater that rheem approved for the warranty mind you the customer still has no hot water and they denied the return and told me to talk to the retail equation people and bla bla bla and get a RaR I did all that now prior to me doing this return I want you to provide proof that I have done a return in the last 1year with out a receipt not possible I demand that you remove my file and allow me to run my business with out this company in my way,wish I could bill this company for how much time you have taking for me to try and resolve this.Please remove my file I need the credit for this water heater.
Business response
05/08/2024
Dear Consumer,

Thank you for contacting The Retail Equation. We have received your dispute letter, please keep in mind the dispute process can take up to 30 days.

Regards,
The Retail Equation
Initial Complaint
04/16/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Re: # *********-256-THD I have had only 4 interactions with ********** to date. All 4 were received damaged beyond repair.10/23.23: $1050.91 Couch arrived broken in 2. Returned same day 11/2/23: $860.71 Ordered a different couch. Opened upon delivery.Holes in fabric. Refused delivery 3/20/24: $1229.97 received water filter significantly damaged. Returned 4/5/24: $1097.06 Reordered same water filter. Was probably the same unit. Significant damage to the stainless steel cylinder. Return denied. Had I known that my ********** purchases would be as catastrophic as this, I would have never even looked at this company. I cannot see how this can be portrayed as fraud. I do not profit from any of this. All 4 returns were for damaged goods. All returns were initiated the same day as the delivery. In fact, this whole exercise has robbed me of a significant portion of my life. This filter is imperative to my health. Without it I must wash with distilled water from jugs. I just want this useless piece of stainless steel that once was a very expensive water filter out of my house and I want the $1097.08 reimbursed to my account.
Business response
04/19/2024
Dear Consumer,

Thank you for contacting The Retail Equation. We have received your dispute letter, please keep in mind the dispute process can take up to 30 days.

Regards,
The Retail Equation

Customer response
04/19/2024
Waiting 30 days to receive my refund for a visibly damaged, unusable piece of equipment is not acceptable to me. Also it takes physical space in my home- it is unreasonable to ask me to store it for a month.
Initial Complaint
04/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The Retail Equation (TRE) has used my information to deny my returning without a receipt for a period of 180 days. I was issued a warning when returning stocking stuffers I found in my husbands home office that we never ended up using, still with ********* stickers intact. He told me the receipt was thrown out. I said I could return without a receipt for merchandise credit if I gave my drivers license, which I did. The ********************** was for a total of $15.98 (2 items) and I was given the warning receipt and told to call the number for TRE to request my report. I received my report and in the past two years, I made 5 non-receipted transactions totaling $55.92. The highest single transaction was $15.98. When I called, I was told by a nice agent there that I could easily dispute the warning, so I followed the protocol and emailed a letter and TRE report. I was denied with a form email that stated: After review of your dispute letter, *** Companies has elected not to provide further accommodations at this time. Please retain your receipts for future returns.I sent a second request and was sent the same email almost immediately, with no explanation. I sent a third letter with greater detail as to the exact steps I took that day, since it was in a shopping plaza that I have been going to for over 20 years. And again, I was sent the identical form email.I am a Platinum TJX card holder. I have been shopping at this particular Marshalls store for over 20 years. I have no balance on my credit card and have a credit score of 843. Do you believe that TRE is being fair in revoking non-receipted return privileges for an under $20 return? I followed all store protocol for a non-receipted return. I gave them a valid MA drivers license and I was warned, for a ***************************** for store credit. The Retail Equation is unfairly penalizing me on very minor transactions. I am requesting that my files with TRE be deleted and the warning revoked. ID: **************
Business response
04/12/2024
Dear Consumer,

After review of your dispute letter,TJX Companies has elected not to provide further accommodations at this time. Please retain your receipts for future returns.

To submit a consumer statement into your file for disclosure, please include the reference ID number for the ************************* you wish to dispute. Please email your consumer statement to *******************************************.

Regards,
The Retail Equation
Customer Service
************
Initial Complaint
04/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went to return shoes purchased at DSW and was told I could not return them even with a receipt.
Business response
04/04/2024
Dear Consumer,

Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between 9-11 numbers and ending in 3 letters. You will find this on your warned or declined receipt.

Regards,
The Retail Equation
Customer response
04/04/2024
Ive sent you the transaction # twice, and I already received a six page printout of all my purchases and returns. The purchases in store were mostly made with a receipt. The purchases on line often came with no invoice, just a box or boxes of shoes which I returned to the store beacause a DSW is only 3 blocks from my house and I thought that would be easier. All those purchases on line could be looked up in your system because they were all made on thesamecreditcard. I have never tried to defraud this store, in my closet I have literally 25 pairs of shoes I bought from DSW. This last pair of shoes I bought were for my mom on a buy one get one half off. I bought her a pair of ****** and I got the sauconys that I want to return for $24.90. The ****** fit but the sauconys were too small. I went to return them with a receipt and was told you would not take them back. The night before, I ordered a size 9 pair of Sauconys for my mom, and the agent let me get the half price deal and I brought the 81/2 shoes back the next day. All this info will be in my history. So my mom is keeping the 2 pair that fit and all I want is to return the pair that dont fit. The transaction # ********-190-DBI. I got the ****** at the ************** store and the Sauconys at the ****************, that is why they are not on the same receipt. I have shopped DSW for over 20 years and Im very upset by this incident.i did not know that buyingand returning shoes within a few days was a reason to be denied service. I urge you to reconsider your decision and I will try to be a better shopper in the future .Thank you
Business response
04/30/2024
Dear Consumer,

After thorough review of your RAR,*************** has found that return 10943253-190-DBI was not in error. However, *************** has temporarily re-established your ability to conduct returns from 04/12/2024-05/12/2024 and once your approval window has completed future returns may not be accepted if your return activity has not improved.

If you have any further questions or to submit a consumer statement into your Return Activity File for disclosure,please reference the transaction number for the return(s) you wish to dispute. Please email your consumer statement to ********************************************

Regards,
The Retail Equation
Customer Servic
Initial Complaint
04/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I work for a nonprofit and I purchase large amounts of sports equipment and gear for kids. For the items that don't fit, I return them unused, with a receipt, and within the 90-day return window.Last week, I bought two pairs of soccer cleats (same pair of shoes, but different sizes). When I attempted to return one pair (unused and with a receipt), my return was declined.All of the returns I make are products that are unused, with a receipt, and within the 90-day return window. The Retail Equation is penalizing customers that are abiding by store policies and this has created a huge hassle.Dick's is obligated to allow me to return items that meet its return policy.
Business response
04/04/2024
Dear Consumer,

Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between 9-11 numbers and ending in 3 letters. You will find this on your warned or declined receipt.

Regards,
The Retail Equation
Customer response
04/22/2024
Hi *********

The Retail Equation is asking for the corresponding Transaction ID. I provided this information as an attachment in my original complaint statement. It feels like a stall tactic to ask for it again.

Nonetheless, here is the Transaction ID: ***************** (also attached).

I would like The Retail Equation to reinstate my ability to return unused items to Dicks Sporting Goods that have a receipt and meet Dicks return policy.

Thanks

****

Business response
04/22/2024
Dear Consumer,

Thank you for contacting The Retail Equation. We have received your dispute letter, please keep in mind the dispute process can take up to 30 days.

Regards,
The Retail Equation
Customer response
04/25/2024
I will wait to see the results of their review.
****
Initial Complaint
03/27/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They blocked me from creating a return for no reason
Business response
03/28/2024
Dear Consumer,

Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between 9-11 numbers and ending in 3 letters. You will find this on your warned or declined receipt. Once we confirm this information we can send you a free copy of your Return Activity Report. On the **** you will find on page 1, there will be a dispute process described on how to dispute any errors in your report.

Regards,
The Retail Equation

Customer response
03/28/2024
I was trying to have the ********** refund me for an order which (they agreed) I never received. However since you put a restraint on my account, they are unable to issue a refund.
Business response
04/04/2024
Dear Consumer,

Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between 9-11 numbers and ending in 3 letters. You will find this on your warned or declined receipt.

Regards,
The Retail Equation
Initial Complaint
03/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
3/14/24 I made a return at JCP (with a receipt) a "return warning" printed out with my return receipt, that stated I may not be able to make further returns or exchanges with or without a receipt. I've always made my returns within the 30 day allowable and have NEVER made a return or exchange without a receipt in 40 years of being a customer. These purchases are always on my store credit card for verification. Upon requesting The Retail Equation's "Retail Activity Report" I noticed on every jcp.com order I placed and returned items their report was marked it as a "no receipt" return. This is completely false, as I have the original receipt & the refund receipt stapled from the sales clerk. I have receipts from every transaction I've purchased & returned (yes I'm that person!) The other returns I've made from a store purchase were coded correctly (with a receipt). It looks very concerning that these other returns were without a receipt, which is false. When you place a jcp.com order you pay when order is placed so there can be no theft or fraud, since that's what they're targeting. I want my file deleted and this unfair, incorrect information gone immediately!
Business response
03/20/2024
Dear Consumer,

Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between 9-11 numbers and ending in 3 letters. You will find this on your warned or declined receipt. Once we confirm this information we can start the dispute process for you.
Regards,
The Retail Equation
Initial Complaint
03/17/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The Retail Equation has collected, compiled, and distributed my personal data without my permission. I demand that it all information related to me be immediately and completely erased from The Retail Equation's databases and files. They randomly deny refunds and returns for seemingly no reason. Their customer service staff is rude and unhelpful. My TRE transaction ID *******************
Business response
03/20/2024
Dear Consumer,

Thank you for contacting The Retail Equation. We have received your dispute letter, please keep in mind the dispute process can take up to 30 days.

Regards,
The Retail Equation
Initial Complaint
03/10/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I have only returned unused items with a receipt in the return period. I should not be on any kind of list for returns and am requesting all of my file be erased as the collection of my info violated my rights and the algorithms used by this company are profiling innocent consumers. Kindly delete my file please.
Business response
03/13/2024
Dear Consumer,

Thank you for contacting The Retail Equation. We have received your dispute letter, please keep in mind the dispute process can take up to 30 days.

Regards,
The Retail Equation

Customer response
03/13/2024
I received my report from TRA and noted several returns marked as no receipt. That is not true, Ive always had a receipt. I would like to be removed from this program since the report is fraudulent.
Initial Complaint
03/01/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 2.26.24 I made a return with receipt to JCPenney, I have frequently shopped there and on occasion have made returns...most recently from unwanted Christmas items and then drapery which wasn't as expected from an online order. I received a warning from TRE and I am shocked and livid when told I may have problems with orders for the next 180 days! I did not go against the stores return policy and I certainly did not commit any type of fraud! How dare a company be allowed to access my shopping and return information without my consent. I have spoken with someone at TRE and they were rude, I also went online to obtain a copy of the report. However I want them to delete all my information and I don't want a no return status policy against me. I have always returned everything to JCPenney with a receipt within the time allowed, and I have a Credit Card with them so it all can be verified. This type of shady practice needs to be stopped. Transaction ID *****************
Business response
03/07/2024
Dear Consumer,

Thank you for contacting The Retail Equation. We have received your dispute letter, please keep in mind the dispute process can take up to 30 days.

Regards,
The Retail Equation

Customer response
03/08/2024
How can I accept the business' response if all it says is that they will review and advise within 30 days? I can only make that decision once I get an actual response not just a confirmation that they have received my complaint.

Thank You
Business response
03/14/2024
Dear consumer,
After thorough review of your RAR, JCPenney has found that return 355335044-810-JCP was not in error. If you believe your RAR still contains an error, you may submit into your Return Activity File a consumer statement up to *************************************** your file.

To submit a consumer statement into your Return Activity File for disclosure, please reference the transaction number for the return(s) you wish to dispute. Please email your consumer statement to ********************************************

Regards,
The Retail Equation
Customer Service
************

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